Experience

• 

  City of statesville, nc

  Dec 2005 - Aug 2011

  Police officer

  - Enforced the laws of the State of North Carolina- Trained new officers according to the policies of the Statesville Police Department- Responded to calls for service from the citizens of Statesville, NC- Documented all incidents with the utmost attention to detail.- Maintained all records for the purposes of Courtroom Testimony- Provided the highest level of Customer Service

• 

  Lowe's companies, inc.

  Aug 2011 - Sept 2012

  Support technician

  - Act as a first point of contact for Store Employees requesting assistance.- Provide a high level of technical support and Customer Service to Lowe’s Store Associates.- Diagnose technical issues and provide solutions or escalate issues to the appropriate group.- Proactively monitor stores for System Performance.- Troubleshoot UNIX processes, communication issues, Genesis, Store Selling Tools, and Hardware issues- Document Incidents with the highest level of detail and accuracy using Remedy Incident Tracking software.- Provide assistance to other IT Service Desk Employees whenever requested. Show less

• 

  Red hat

  Sept 2012 - now

  - Lead the frontline support team in day to day activities, including monitoring phone shifts,ensuring high priority cases are being monitored, acknowledging escalations to managment.- Provide frontline technical support for the customers of Red Hat, specializing in the areas ofNetworking and Kernel.- Act as an escalation resource for highly technical issues.- Provide training and guidance to the newer members of the support organization.- Acted as a Coach for the Networking and Kernel SBRs, which included organizing training, Leading group meetings, Distribution of important updates regarding hot topics. Show less

  • Senior Technical Account Manager

    Jul 2020 - now

  • Platform Technical Account Manager

    Aug 2018 - now

  • Associate Manager

    Jun 2016 - Aug 2018

  • Senior Technical Support Engineer - Team Lead

    Sept 2012 - Jun 2016